balaji institute of i.t and management kadapa communication last 2... · 2019. 4. 30. ·...
Post on 16-Sep-2020
7 Views
Preview:
TRANSCRIPT
BALAJI INSTITUTE OF
I.T AND MANAGEMENT
KADAPA
BUSINESS COMMUNICATION
ICET CODE: BIMK SEMESTER-2 SECOND INTERNAL
ALSO DOWLOAD AT http://www.bimkadapa.in/materials.html
Name of the Faculty: L.NIKHILA
Units covered: last half of 3rd ,4th &5th units
E-Mail:nikhila7799@gmail.com
SEMESTER-II BUSINESS COMMUNICATION
UNIT-3 INTERPERSONAL COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 1
SYLLABUS
BUSINESS COMMUNICATION The objective of this Course is to understand the communication concepts and to develop
the students’ competence in communication at an advanced level. Assuming that the students are
fairly proficient in the basic communication skills of listening, speaking, reading and writing in
English the course aims to train them in communicating efficiently in the workplace and
professional contexts.
1. Concept of Communication – Significance, Scope – Communication Process – Essentials of
good communication – Channels of Communication – Formal, Informal Communication –
Upward, Downward, Horizontal Communication.
2. Types of communication: Verbal – Oral Communication: Advantages and Limitations of Oral
Communication, Written Communication – Characteristics, Advantages & Limitations Non
verbal Communication: Sign language – Body language – Kinesics – Proxemics – Time language
and Hepatics: Touch language.
3. Interpersonal Communication: Communication Styles, Managing Motivation to Influence
Interpersonal Communication – Role of emotion in Inter personal Communication.
4. Barriers of Communication: Types of barriers – Technological – Socio-Psychological barriers –
Overcoming barriers, Types of listening.
5. Report writing – Formal reports – Writing effective letters – Different types of business
letters - Interview techniques – Communication etiquettes
Text Books:
Business Communication, C.S.Rayudu, HPH.
Business Communication, Meenakshi Raman, Oxford University Press.
References:
Business communication, Shalini Varma, Vikas.
Business Communication, Raymond V.Lesikar, Neeraja Pandit et al.,TMH
English for Business Communication, Dr.T.M Farhatulla, Prism books Pvt. Ltd.
Business Communications, Hudson, Jaico Publications
Business communication for managers, Penrose, Raspbery, Myers, Cengage
The Skills of Communication, Bills Scot, Gower publishing company Limited,
London.
Effective Communication, Harward Business School, Harward Business Review
Essentials of Business Communication, Rajendra Pal, JS.Korlahhi, S.Chand
SEMESTER-II BUSINESS COMMUNICATION
UNIT-3 INTERPERSONAL COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 2
UNIT-3
INTERPERSONAL COMMUNICATION
3. ROLE OF EMOTIONS IN INTERPERSONAL COMMUNICATION 3.1 DEFINING EFFECTIVE COMMUNICATION
The communication is the act of exchanging ideas. Effective communication
is a two-way exchange of information, emotions, and intentions.
Communication is a process that enables management to allocate and
supervise the work of employees.
When you are able to communicate effectively, you will be able to form
deeper relationships, build an alliance of teamwork, commit yourself and
others more easily to responsibility, and increase your problem solving
ability.
To communicate effectively, one should adopt skills that include listening,
assertiveness, nonverbal techniques, emotional intelligence, and the ability
to manage stress.
3.2 IDENTIFYING THE ROLE OF EMOTION IN INTERPERSONAL
COMMUNICATION
Emotions can override our thoughts and profoundly influence our behavior.
Developing emotional intelligence skills help us to recognize the emotions
of other people.
The interpersonal roles of emotions into purely cognitive architectures are
also enables effective expressiveness and behavioral variability that begins
to resemble human behaviors.
The interpersonal roles of emotions such as communication of internal
mental states and behavioral intent help improve human-machine interaction
by enhancing the synthetic agent’s realism and believability.
Models of the interpersonal role of emotion are particularly critical in
organizational modeling in which explicit models of social interaction must
be represented.
Individuals bring their emotions with them into interactions and these
emotions not only affect how they behave towards others, but also how
others behave towards them.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-3 INTERPERSONAL COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 3
An individual’s emotional state may be changed through interaction. For this
reason, skills at encoding decoding and managing emotions are of almost
importance.
Emotion plays a large part in our ability to communicate effectively.
The best communicators use emotion in a positive manner, evidencing
passion, drive, energy, trust, and calmness.
However, this skill is one that needs to be learned: it is a natural human trait
for our emotions to cloud our ability to communicate, giving away our
feelings and disrupting our ability to communicate effectively.
3.3 STRESS: THE DEVIL THAT DESTROYS EFFECTIVE
COMMUNICATION
The major road block in establishing and continuing effective
communication is stress.
This may be caused by a number of factors – some work related, others of a
more personal nature – but whatever the cause, surrender to stress results in
a lessened ability to listen and read other people as well as an increased
likelihood of giving out false signals.
When poor communication is stress-led, all parties can degenerate to knee-
jerk reaction.
An emotionally intelligent person is better able to manage their stress and
reactions as well as the reactions of others.
3.4 EVERYDAY EXERCISES TO HELP MANAGE STRESS
When considering the role of emotion in interpersonal communication,
stress management is one of the top strategies to adopt.
When you are able to manage stress in a variety of situations, not only will
you communicate more effectively but also, you will earn the reputation of
being a calm and fast-thinker, and effective decision maker.
If you realize that you are becoming stressed, here are a few everyday
exercises to help you manage stress levels and communicate in a calmer and
more effective manner:
Take time to calm down, and think before speaking
Breath slowly, relax your muscles, and think of a positive image
See the bright side of the situation, and take things a little less seriously.
Look for ways to diffuse conflict, such as sharing a funny story
SEMESTER-II BUSINESS COMMUNICATION
UNIT-3 INTERPERSONAL COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 4
3.5 4 STEPS TO REMAIN STRESS FREE AND COMMUNICATE MORE
EFFECTIVELY
1. Take a moment to breath
Don’t rush to respond.
Take a second or two to breathe, gather thoughts, and process information
received.
Don’t think it negative to ask for clarification of a question or previous
statement – this gives you time to think about how to answer.
2. Communicate one point at a time
Listeners have a limited time-frame of concentration.
It is better to communicate one point at a time, use examples to clarify your
position, and allow the other person a chance to respond accordingly.
This gives you a chance to consider reaction, while drawing the
correspondent into a more meaningful exchange, building mutual trust and
respect.
3. Use body language effectively
Think about your body language as you speak.
Maintain eye contact, speak in an even tone, and speak clearly and
concisely.
Choose words carefully, relax, and open yourself to the communication
exchange.
4. Summarization
Having spoken, summarize your position and what you have said.
Then allow the other correspondent to talk. Even if there is silence, don’t
feel the need to continue.
Emotional intelligence will empower the effectiveness of your
communication capabilities.
Be a hero. Always say, I have no fear. Tell this to everyone
– Have no fear. ― Swami Vivekananda.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-3 INTERPERSONAL COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 5
PREVIOUS YEAR QUESTIONS
UNIT-3
1. What is the role of emotion in interpersonal communication? (dec/jan,
supple, 17E 2018-19)
2. How to influence motivation to the interpersonal communication ?(dec/jan,
supple 17E 2018-19)
3. What is johari window? What is its future? (Dec/jan, 2018-19, supple 14E)
4. Explain the communication styles? (June/July, 2018, 17E)
5. Write about communication models and communication styles? (June/July,
supple 14E)
6. What do mean by interpersonal perception? Explain how internal perception
influence interpersonal communication? (June/July, supple, 14E)
7. Explain the following (dec/jan, 2017/18, supple,)
a. communication models
b. communication styles
c. johari window
8. Describe the communication styles and their implications (dec/jan, 2016/17,
14E)
9. Write a note on johari window? (dec/jan, 2015-16, reg, 14E)
10. Enumerate the motivation theories to influence interpersonal
communication?( dec/jan 2015-16 reg 14 E)
11. Give the role of emotion in interpersonal communication? (may 2016
supple 14E)
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 1
SYLLABUS
BUSINESS COMMUNICATION The objective of this Course is to understand the communication concepts and to
develop the students’ competence in communication at an advanced level. Assuming that the
students are fairly proficient in the basic communication skills of listening, speaking, reading
and writing in English the course aims to train them in communicating efficiently in the
workplace and professional contexts.
1. Concept of Communication – Significance, Scope – Communication Process – Essentials
of good communication – Channels of Communication – Formal, Informal Communication –
Upward, Downward, Horizontal Communication.
2. Types of communication: Verbal – Oral Communication: Advantages and Limitations of
Oral Communication, Written Communication – Characteristics, Advantages & Limitations
Non verbal Communication: Sign language – Body language – Kinesics – Proxemics – Time
language and Hepatics: Touch language.
3. Interpersonal Communication: Communication Styles, Managing Motivation to Influence
Interpersonal Communication – Role of emotion in Inter personal Communication.
4. Barriers of Communication: Types of barriers – Technological – Socio-Psychological
barriers – Overcoming barriers, Types of listening.
5. Report writing – Formal reports – Writing effective letters – Different types of business
letters - Interview techniques – Communication etiquettes
Text Books:
Business Communication, C.S.Rayudu, HPH.
Business Communication, Meenakshi Raman, Oxford University Press.
References:
Business communication, Shalini Varma, Vikas.
Business Communication, Raymond V.Lesikar, Neeraja Pandit et al.,TMH
English for Business Communication, Dr.T.M Farhatulla, Prism books Pvt. Ltd.
Business Communications, Hudson, Jaico Publications
Business communication for managers, Penrose, Raspbery, Myers, Cengage
The Skills of Communication, Bills Scot, Gower publishing company Limited,
London.
Effective Communication, Harward Business School, Harward Business Review
Essentials of Business Communication, Rajendra Pal, JS.Korlahhi, S.Chand
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 2
UNIT-4
BARRIERS OF COMMUNICATION
1. INTRODUCTION
Any parameter that limits the purpose or channel of communication
between the transmitter and the receiver is a barrier to
communication.
Communication barriers are the negative forces that may affect the
effectiveness of communication.
Communication is not always successful; certain barriers in
communication affect the clarity, accuracy and effectiveness of the
message.
There may be some fault in the communication system which may prevent
the message from reaching.
The message may not reach the receiver some problems may arise in its
encoding and decoding (or) communicating channel may be wrong or
defective.
There may be noise in the channel or there may be several personal
reasons.
Miscommunication can originate three levels at the level of transmitter, of
the medium or of the receiver.
Anything that obstructs free flow of communication is called “noise” or
barrier to communication.
Each communication must be transmitted through an appropriate medium.
An unsuitable medium is one of the biggest barriers to communication.
It can be either sender oriented or receiver oriented.
When the messages are not understood in its true intent it leads to
misunderstanding or disagreements.
It is something that breaks the communication cycle, consequently,
stopping.
Problems with any one of the components of the communication can
become a barrier
Barriers obstructs in a work place that prevent effective exchange of ideas
or thoughts.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 3
A communication barrier may limit or reduce the ease at which we
communicate and hence the name barrier.
Although the barriers to effective communication may be different for
different situations, the following are some of the main barriers:
1.1 TYPES OF BARRIERS TO COMMUNICATION
1. SEMANTIC BARRIERS
The obstructions that come in the process of encoding or decoding the
message are known as semantic barriers.
Different people assign different meanings to one specific message.
There are various disruptions in understanding the meaning of words and
information exchange in the communication process.
Various types of semantic gaps found in day-to-day use of people like.
A. WORDS HAVING SIMILAR PRONOUNCITATION BUT
MULTIPLE MEANING/HOMOPHONES
Some times in our communication/conversation we use several words
which have the same pronunciation but have several meanings.
The context of words and symbols used is known the receiver may
misinterpret them because of his preconceived ideas.
1. Semantic Barriers
2. Organizational Barriers
3. Psycho-Sociological (or)Individual Barriers
4. Cross-Cultural (or)Geographic Barriers
5. Physical (or)Channel and Media Barriers
6. Interpersonal Barriers(Superior-Subordinate)
7. Technological Barriers
8. Linguistic Barriers
9. Psychological Barriers
10. Emotional Barriers
11. Attitude Barriers
12. Perception Barriers
13. Socio-Religious Barriers
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 4
The words may be homophones (similar pronunciation but
different meaning) and there may arise difficulty in getting to the
right meaning of the message.
Example: sight, site, cite
B. BADLY EXPRESSED MESSAGE
Lack of clarity and precision create a badly expressed message.
Lack of coherence awkward sentence structure and JARGONS
(idioms) are common faults which lead to creation of such messages.
C. WRONG INTER PRETATION
Whenever one interprets a symbol one’s own understanding may be
different from that of others.
As interferences can give a wrong signal, more information may be
sought to clarify doubts.
D. TECHNICAL LANGUAGE
When technical language is used in the communication process. It
creates barriers in understanding the message in the same sense and
script.
When technical Jargon is used in the communication process, it
creates confusion and misunderstanding between the sender and
receiver.
Example: mouse is only an animal where as in computer Jargon it is
a device.
2. ORGANISATIONAL BARRIERS
The barriers which are related to the functioning of the organization
are known as the organizational barriers.
It may arise because of centralization or decentralization in an
organization.
It may originate in contradictory management policies, too many levels of
management or the clash between line and staff operations.
Following are the organizational barriers in communication.
A. ORGANISATION CULTURE AND CLIMATE
In every organization there exists a unique culture and climate.
The climate and culture of an organization ultimately influences the
freedom, trust and interaction pattern among its people.
It takes time to adopt themselves to organization culture and climate.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 5
B. ORGANISATIONAL RULES AND REGULATIONS
The rules and regulations of the organization vary.
Some may be so rigid that they influence the flow of information in a
wrong direction.
Sometimes it happens that important messages are omitted or
manipulated, it give chances like delay of messages and
discouragement of employee in conveying their creative and
innovative ideas.
C. STATUS RELATIONSHIPS
Superior-subordinate relationship also blocks the flow of
communication particularly in upward direction.
D. LACK OF CO-OPERATIVE BETWEEN SUPERIOR AND
SUBORDINATE
There may not be proper co-operation between superior and sub
ordinate for various personal or organizational reasons which may
lead to improper communication.
3. INDIVIDUALS OR PSYCHO-SOCIOLOGICAL BARRIERS
These are the major bottlenecks in interpersonal communication; people
have different styles of communication.
The meaning assigned to a message depends upon the emotional or
psychological status of both the parties involved in the process of
communication.
They have personal feelings, fears, desires, views and opinions, attitudes
likes, dislikes etc.
A. STYLE
The manner in which a person communicates involves many
elements.
The level of drama greatly affects a situation.
People do not react to highly dramatic situational as they do to
subdued ones.
The choices of brevity as opposed to full detain in presentation style
can be reflected through the use of direct approach rather than an
indirect one.
B. POOR ATTENTION AND RETENTION
About half of the information if not properly retained is lost.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 6
It is also said that about 30% of the information is lost in each oral
transmission. Human memory not always retains what is told.
Due to this, communication is break down and necessitates the
repetition of the message using several channels.
C. STATE OF HEALTH
Physical condition can affect the efficiency in all communication
skills.
In case of poor health condition, the communicating ability is
reduced, the mind is not alert and perception is low.
D. UNDUE IMPORTANT OF WRITTEN WORDS
It is given that the written words may lead to loss of information;
successive information is not accurate and right.
Written communication often tells what is to be done but not why it
should be done it takes a persuasive quality.
4. CROSS-CULTURAL/GEOGRAPHIC BARRIERS
As the world is getting more and more globalized, any large office may
have people from several parts of the world.
Different cultures have a different meaning for several basic values of
society.
Dressing, Religions or lack of them, food, drinks, pets, and the general
behavior will change drastically from one culture to another.
Hence it is a must that we must take these different cultures into account
while communication.
In many multinational companies, special courses are offered at the
orientation stages that let people know about other cultures and how to be
courteous and tolerant of others.
Cultural difference often cause communication problems
The some category of words, actions, symbols, colors means different
things to people of different countries/cultural backgrounds.
It is shared set of values and attributes of a group.
Cultural is important part of an individual’s manner of talking behaving
and thinking, that communication style and competences are influenced by
it.
There may be on account of difference in language, time etc.
a. National character
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 7
b. Social relationships
c. Language
d. Values and harms of behavior
e. Concept of time
Examples of words, symbols and colors have different meaning in different
cultures.
5. PHYSICAL/CHANNEL AND MEDIA BARRIERS
It includes barriers of distance, defects of medium, environment, noise etc.
Constant telephone interruptions are one of the commonest forms of
physical distractions.
These obstructs prevent could a message from reaching the intended
recipient in the manner it was intended.
Physical distractions cause a lot of noise often literally poor lighting or
frequent movement of bodies twisting and twirling a pen in the hand.
i. NOISE
It is any disturbance which occurs in the transmission process.
In factories oral communication is rendered difficult by the loud noise
of machines
Any disturbance that reduces the clarity and effectiveness of
communication is called noise.
In face-to-face conversation without a microphone the air may be
disturbed by notice in the environment such as traffic, factory work,
people talking etc.
ii. ENVIRONMENT
Disturbance may also arise from external Transreceiver’s, number of
links in the chain.
a. EXTERNAL TRANSRECEIVERS
People often delegate to others tasks like drawing, type writing,
listening etc. for one is still responsible for controlling such
external process.
Reliable people and equipment should be selected to accomplish
communication related tasks.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 8
b. TIME AND DISTANCE
It also acts as barriers to the smooth flow of communication. The use
of telephone along with technology has made communication very
fast to a large extent overcome the barriers.
But in sometimes, mechanical breakdowns can occur, in that
situations the above facilitates become ineffective.
In this the distance between the transmitter and the receiver becomes
a mighty barrier.
Some factories run in shifts. There is a kind of communication gap
between persons working in different shifts.
6. INTERPERSONAL BARRIERS (SUPERIOR-SUBORDINATE)
Effectiveness of communication depends a lot upon the interpersonal
relationship between two people
If the sender and receiver are at the same status of economic and
education and good rapport there is less chance of encountering any
barrier in communication.
But in different levels there is a high chance of miscommunication
especially in case of superior and subordinates.
The subordinating must follow the order of the superior, related to work
and provide full information related to any issue which arises in the
organization
A. BARRIERS EMANATING FROM SUPERIOR (WITH RESPECT
TO SUPERIOR)
1. LACK OF TRUST:
The supervisors may not trust their sub-ordinates because of a
variety of reasons, which can act as a hurdle in the free flow of
communication.
2. FEAR OF LOSING POWER OF CONTROL:
The supervisor may have a fear of losing power of control, if he
freely expresses his ideas and view with his subordinates.
Based on this he may hide certain information from the employees
which ultimately affects the communication process.
3. INFORMATION OVERLOAD:
Due to extra information provided to employees they may miss
certain important information which can act as a barrier in
communication.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 9
4. SHORTAGE OF TIME FOR EMPLOYEES:
The superior may not give enough time for his employees due to
their buy schedule.
By this a gap is created between the superior and subordinates and
also it acts as hurdle in the communication process.
B. BARRIERS EMANATING FROM SUBORDINATES
1. LACK OF CO-OPERATION:
Lack of co-operating and mutual understanding also leads to hiding
of certain information between the superior and sub ordinates in
the organization.
2. LACK OF TRUST:
There may be lack of trust and co ordination between the superior
and sub ordinate, which may lead to in-effective communication.
3. POOR RELATIONSHIP BETWEEN SUPERIOR AND SUB
ORDINATES
A good relationship must develop between superiors and sub
ordinates frequently and freely.
They must interact to improve the upward and downward
communication system.
What the superior speaks, the subordinate may not understand it
leads to communication gap.
The superior must listen to the subordinates problems, suggestions
and have faith in them.
7. TECHNOLOGICAL BARRIERS
It arises due to technological advancements in the field of
communication.
The technology is developing fast and as a result, it becomes difficult to
keep up with the newest developments.
Hence sometimes the technological advance may become a barrier.
In addition to this, the cost of technology is sometimes very high.
Most of the organizations will not be able to afford a decent tech for the
purpose of communication.
Hence, this becomes a very crucial barrier.
The media advancements on account of technological process increase
barriers.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 10
Technology can either facilitate communication or act as a barrier,
sometime it can do both at the same time.
The ideas and message have to reach from the transmitter to receiver in
the same sense. If it does not happen it is an account of barriers in
communication.
Technology improved communication process in various ways, but
inspite of this technology can also act as a barrier in communication.
Technology based communication like phone usage, text message and
emails remove aspects of the face-to-face interaction found in natural
human communication.
a. LACK OF TECHNOLOGICAL KNOWLEDGE:
If the sender and receiver lacks technical knowledge on the subject
or it is unlikely the message will be correctly received.
b. TECHNICAL NOISE:
It explains to inherent barriers in the device itself of channel for
instance interference on a mobile phone, a faulty LCD projector
etc.
c. BARRIERS AT DECODING STAGE:
It includes lack of listening ability, stero typical bias etc.
d. USE OF TECHNOLOGY WHICH IS NOT UPDATED
Use of technology that can hinder or delay messages.
Selection of technology and clear thought before sending message
out across the organization.
Difference in the technology used by sender and receiver is also a
technological barrier.
8. LINGUISTIC BARRIERS
The language barrier is one of the main barriers that limit effective
communication.
Language is the most commonly employed tool of communication.
The fact that each major region has its own language is one of
the Barriers to effective communication.
As per some estimates, the dialogues of every two regions changes within
a few kilometers.
Even in the same workplace, different employees will have different
linguistic skills.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 11
As a result, the communication channels that span across the
organization would be affected by this.
Thus keeping this barrier in mind, different considerations have to be
made for different employees.
Some of them are very proficient in a certain language and others will be
ok with these languages.
9. PSYCHOLOGICAL BARRIERS
There are various mental and psychological issues that may be barriers to
effective communication.
Certain disorders or diseases or other limitations could also prevent an
effective communication between the various channels of an
organization.
The shrillness of voice, dyslexia, etc are some examples of physiological
barriers to effective communication.
Some people have stage fear, speech disorders, phobia, depression etc.
All of these conditions are very difficult to manage sometimes and will
most certainly limit the ease of communication.
10. EMOTIONAL BARRIERS
The emotional IQ of a person determines the ease and comfort with
which they can communicate.
A person who is emotionally mature will be able to communicate
effectively.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 12
On the other hand, people who let their emotions take over will face
certain difficulties.
A perfect mixture of emotions and facts is necessary for an effective
communication.
Emotions like anger, frustration, humor, can blur the decision-making
capacities of a person and thus limit the effectiveness of their
communication.
11. ATTITUDE BARRIERS
Certain people like to be left alone.
They are the introverts or just people who are not very social. Others like
to be social or sometimes extra clingy!
Both these cases could become a barrier to communication.
Some people have attitude issues, like huge ego and inconsiderate
behaviors.
These employees can cause severe strains in the communication channels
that they are present in.
Certain personality traits like shyness, anger, social anxiety may be
removable through courses and proper training.
However, problems like egocentric behavior and selfishness may not be
correctable.
12. PERCEPTION BARRIERS
Different people perceive the same things differently.
This is a fact which we must consider during the communication process.
Knowledge of the perception levels of the audience is crucial to effective
communication.
All the messages must be easy and clear.
There shouldn’t be any room for a diversified interpretational set.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 13
13. SOCIO-RELIGIOUS BARRIERS
Other barriers are socio-religious barriers. In a patriarchal society, a
woman or a transgender may face many difficulties and barriers while
communicating.
2. OVERCOMING THE BARRIERS IN COMMUNICATION
2.1 INTRODUCTION:
Communication can be effective and efficient through constant effort
which is required to overcome barriers in the process of communication.
To overcome barriers, the sender should be aware, as to whom, why,
where and what message is to be transmitted and the way of transmission.
The receiver should listen to the message attentively.
One way of reducing the effects of the barriers, is to check continuously
during the communication process what the message really is.
Sender should be decide what to communicate and be clear about the
content.
Sender use simple language, which the receiver will understand and
which is ambiguous.
The receiver should be fully attentive to sender
Ask for clarification and repetition wherever necessary.
Both should share opinions, feelings and perceptions generated by the
message.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 14
2.2 MEASURES TO OVERCOME BARRIERS IN COMMUNICATION
1. FOSTERING GOOD RELATIONSHIP:
Strong relationships must be fostered between the employer and
employee to avoid misunderstanding and accept both views to remove
the barriers and facilitate proper communication in the organization.
2. AVOID TECHNICAL LANGUAGE
The specialized language should be avoided
Use the common language understood by the receiver and sender of
the message.
There should be least use of technical Jargon in the communicating
process.
1. Fostering Good Relationship
2. Avoid Technical Language
3. Co-ordination between Superior and Sub-Ordinate
4. Division of Labor
5. Proper Communication Channels
6. Minimize Semantic Problems
7. Flat Organizational Structure
8. Purposeful and well focused Communication
9. Organization Policies
10. Right Feedback
11. Be aware of Language, Tone and Content of Message
12. Communicate Present as well as Future
13. Be a Good Listener
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 15
3. CO-ORDINATION BETWEEN SUPERIOR AND SUBORDINATE
Superior thinks at a level which is different from that of the sub
ordinate and vice versa it will affect the effectiveness of
communication.
So there should be good and proper co ordination and co-operation
between the superior and sub-ordinate for effective communication.
4. DIVISION OF LABOUR:
There should be proper division of labor between people in order to
reduce information overload and prevent delay in information
transfer.
5. PROPER COMMUNICATION CHANNELS
If any individual wants immediate action result from the receiver
there is no need to send a lengthy discussion report.
In present through computer graphics information can be produced
more quickly in this way also compare to another channels.
By effect channel proper channel that the message reaches its
destination in time to the right person and without any distortion
filtering or omission.
6. MINIMIZE SEMANTIC PROBLEMS
When people use Jargon or professional shorthand which they expect
others to understand or use language which is outside the others
vocabulary.
For this we need to use easy language easy words which are easily
understand by receivers.
7. FLAT ORGANISATIONAL STRUCTURE
The organization should be clear cut and simple organization
structures.
Tall hierarchy structures should be removed and changed to flat
structures to avoid excessive control of information.
Proper design of organizational structures will reduce the status gap.
8. PURPOSEFUL AND WELL FOCUSED COMMUNICATION:
Communication should be purposeful and directed to an individual.
At the end of the communication the receiver should not left to feel
that communication had been meaningful or useless.
9. ORGANISATION POLICIES
The organization should formulate its policies that it give full
advantage to all members of the organization.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 16
It should be flexible and easy to implement.
There should be consistency when message are passed from a sender
to receiver.
10. RIGHT FEEDBACK
One-way communication is quicker, two-way communication is more
accurate.
It helps both sender, receiver to measure their understanding and
improves their joint commitment towards the task.
To communicate effectively we need to overcome all barriers and
also acquire skills to improve existing communication abilities.
11. BE AWARE OF LANGUAGE, TONE AND CONTENT OF
MESSAGE
The language, tone and content of a message to be communicated are
very important aspects of an effective communication.
The language should be clear, simple and easily understandable.
Similarly, the tone & content of the message should not provide any
harm to the sentiments of listeners rather it should stimulate them to
give response.
12. COMMUNICATE FOR PRESENT AS WELL AS FUTURE
In order to maintain consistency, the communication should aim at
meeting both present as well as future requirements of an organization.
13. BE A GOOD LISTENER
It has been well established that listening attentively solves more than
half the problems in any organization.
Hence, to overcome all likely communication barriers a manager should
try to be a good listener too.
3. TYPES OF LISTENING 3.1 INTRODUCTION TO LISTENING
Listening is a process involving awareness, reception and perception.
The most crucial part of communication is that of listening
Workers fail to perform their duties effectively as they have not listened
to their superior.
Most of times bad listening creates more problems
The more the listening the more will be the effectiveness of the
organization.
It is an essential skill in gathering information for running every business
effectively.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 17
For organizational effectiveness, listening is also a determinant of
individual efficiency and effectiveness.
Employees are becoming increasingly aware that listening relates to
almost all forms of business communication.
Executives have to understand the importance of listening with respect to
development of writing, reading and speaking skills.
No oral communication can be effective without proper listening on the
part of the receiver of the message.
Listening is the accurate perception of what is being communicated.
It is the art of separating fact from statement and accusation
It involves the following four major operations like hearing,
understanding, retaining and recalling
Listening is a mental activity and hearing is a physical activity.
In this we have to understand retain and recall also. It is a natural process.
3.2 DEFINITION
Listening is the active process of receiving and responding to spoken (and
sometimes unspoken) messages.
It is a process of receiving, interpreting and reacting to the messages
received from the communication sender
In day-to-day life most of us involved in listening effective
communication depends on having special talent, patience in listening.
Writing and speaking skills improve with practice.
But listening will improve only by consciousness and concentration.
Listening is possible through observation.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 18
3.3 TYPES OF LISTENING
1. DISCRIMITIVE LISTENING
Discriminative listening is the most basic type of listening, whereby the
difference between different sounds is identified.
If you cannot hear differences, then you cannot make sense of the
meaning that is expressed by such differences.
We learn to discriminate between sounds within our own language early,
and later are unable to discriminate between the phonemes of other
languages.
This is one reason why a person from one country finds it difficult to
speak another language perfectly, as they are unable distinguish the subtle
sounds that are required in that language.
Listening is a visual as well as auditory act, as we communicate much
through body language.
We thus also need to be able to discriminate between muscle and skeletal
movements that signify different meanings.
2. COMPREHENSIVE LISTENING
The next step beyond discriminating between different sound and sights
is to make sense of them.
In this type the focus is on understanding the message. The problem can
come in the form of understanding.
It is generally used practiced in the classroom when we must remember
what we have heard in a lecture and rely upon it for future use.
1. Discrimitive Listening
2. Comprehensive Listening
3. Critical or Evaluative Listening
4. Active or Empathic Listening
5. Biased Listening
6. Evaluative Listening
7. Appreciative Listening
8. Sympathetic Listening
9. Empathetic Listening
10. Dialogic Listening
11. Relationship Listening
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 19
In this a person trying to understand a speakers message in totality to
interpret the meaning as precisely as possible.
To comprehend the meaning requires first having a lexicon of words at
our fingertips and also all rules of grammar and syntax by which we can
understand what others are saying.
The same is true, of course, for the visual components of communication,
and an understanding of body language helps us understand what the
other person is really meaning.
Comprehension listening is also known as content listening, informative
listening and full listening.
3. CRITICAL/EVALUATIVE LISTENING
In this we make judgment about what the other person saying ,we also
judge what they say against our values, worthy or unworthy assessing
them good or bad.
It involves judging the clarity, accuracy and reliability of the evidence
that is presented and alert to the effects of emotional appeals.
4. ACTIVE/EMPATHIC LISTENING
It requires commitment and personal discipline.
At the time consuming actually the listener will have to pay attention to
the other person on three different levels through the mind, emotions
and body.
PROCESS
Mind words understanding
Emotions feelings make contact
Body actions impact
It entails supportive behaviors that tells the speaker “I understand please
go on.”
An active listener is alert to all cues and carefully observes the non-verbal
behavior of the speaker to get the total picture.
It involves responding to the emotional content as well, apart from the
bare verbal message.
When you listen carefully, encourage the speaker himself fully.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 20
5. BIASED LISTENING
Biased listening happens when the person hears only what they want to
hear, typically misinterpreting what the other person says based on the
stereotypes and other biases that they have.
Such biased listening is often very evaluative in nature.
6. EVALUATIVE LISTENING
In evaluative listening, or critical listening, we make judgments about
what the other person is saying. We seek to assess the truth of what is
being said.
We also judge what they say against our values, assessing them as good
or bad, worthy or unworthy.
Evaluative listening is particularly pertinent when the other person is
trying to persuade us, perhaps to change our behavior and maybe even to
change our beliefs.
Within this, we also discriminate between subtleties of language and
comprehend the inner meaning of what is said. Typically also we weigh
up the pros and cons of an argument, determining whether it makes sense
logically as well as whether it is helpful to us.
Evaluative listening is also called critical, judgmental or interpretive
listening.
7. APPRECIATIVE LISTENING
In appreciative listening, we seek certain information which will
appreciate, for example that which helps meet our needs and goals.
We use appreciative listening when we are listening to good music,
poetry or maybe even the stirring words of a great leader.
8. SYMPATHETIC LISTENING
In sympathetic listening we care about the other person and show this
concern in the way we pay close attention and express our sorrow for
their ills and happiness at their joys.
9. EMPATHETIC LISTENING
When we listen empathetically, we go beyond sympathy to seek a truer
understand how others are feeling.
This requires excellent discrimination and close attention to the variation
of emotional signals. When we are being truly empathetic, we actually
feel what they are feeling.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 21
In order to get others to expose these deep parts of themselves to us, we
also need to demonstrate our empathy in our demeanor towards them,
asking sensitively and in a way that encourages self-disclosure.
10. DIALOGIC LISTENING
The word 'dialogue' stems from the Greek words 'dia', meaning 'through'
and 'logos' meaning 'words'.
Thus dialogic listening mean learning through conversation and an
engaged interchange of ideas and information in which we actively seek
to learn more about the person and how they think.
Dialogic listening is sometimes known as 'relational listening'.
11. RELATIONSHIP LISTENING
Sometimes the most important factor in listening is in order to develop or
sustain a relationship.
This is why lovers talk for hours and attend closely to what each other has
to say when the same words from someone else would seem to be rather
boring.
Relationship listening is also important in areas such as negotiation and
sales, where it is helpful if the other person likes you and trusts you.
3.4 TIPS/GUIDELINES FOR EFFECTIVE LISTENING
The success of effective listening depends on the talk worth listening
It is a fine art and everyone should develop effective listening skills.
1. MAINTAIN EYE CONTACT
When one of the audience does not look at the speaker i.e., he is not
interested in listening
1. Maintain Eye Contact
2. Show Interest
3. Ask Questions
4. Avoid Fake attention
5. Listening Habits
6. Be attentive ,but Relaxed
7. Try to feel what the speaker is feeling
8. Give the Speaker regular Feedback
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 22
A listener must maintain eye contact.
It encourages the speaker.
2. SHOW INTEREST
In this be sensitive to their cultural back ground while listening
Some cultures find smiling offensive, some people talk with their hands,
when or listening use similar cultural gestures and actions.
3. ASK QUESTIONS
An effective listener always asks questions, clarifies doubts, seeks
explanations and ensures understanding.
It makes the speaker that he is really listening.
4. AVOID FAKE ATTENTION
Many listeners mistake silence for listening they develop the habit of
faking attention.
They stead faulty fire their eyes on the speaker and try to project
themselves as good listeners.
They usually miss out many important points made by the speaker.
5. LISTENING HABITS
One should be aware of listening habits, emotions often affect our
listening ability.
If the speaker says something to which we are opposed we become
indifferent.
6. BE ATTENTIVE, BUT RELAXED
Now that you've made eye contact, relax.
You don't have to stare fixedly at the other person. You can look away
now and then and carry on like a normal person.
The important thing is to be attentive. The dictionary says that to
"attend" another person means to:
be present
give attention
apply or direct yourself
pay attention
remain ready to serve
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 23
7. TRY TO FEEL WHAT THE SPEAKER IS FEELING
If you feel sad when the person with whom you are talking expresses
sadness, joyful when she expresses joy, fearful when she describes her
fears—and convey those feelings through your facial expressions and
words—then your effectiveness as a listener is assured.
Empathy is the heart and soul of good listening.
To experience empathy, you have to put yourself in the other person's
place and allow yourself to feel what it is like to be her at that moment.
This is not an easy thing to do.
It takes energy and concentration.
But it is a generous and helpful thing to do, and it facilitates
communication like nothing else does.
8. GIVE THE SPEAKER REGULAR FEEDBACK
Show that you understand where the speaker is coming from by reflecting
the speaker's feelings.
If the speaker's feelings are hidden or unclear, then occasionally
paraphrase the content of the message. Or just nod and show your
understanding through appropriate facial expressions and an occasional
well-timed "hmmm" or "uh huh."
The idea is to give the speaker some proof that you are listening, and that
you are following her train of thought—not off indulging in your own
fantasies while she talks to the other.
3.5 SOME OTHER TIPS FOR EFFECTIVE LISTENING
a. Keep quiet while listening
b. Communicate feedback to the speaker
c. Control and minimize distractions
d. Let the speaker finish whatever he has to say without interrupting him.
e. Look for central theme and main ideas.
f. Select a quite and calm to listen.
g. Listen to the total meaning of the message being communicated.
h. Focus on what the speaker says rather than looks.
3.6 DON’T OF LISTENING
Interrupt the speaker while speaking
Thinking too much about a single point
Showing lack of interest in the speech
SEMESTER-II BUSINESS COMMUNICATION
UNIT-4 BARRIERS OF COMMUNICATION BALAJI INSTITUTE OF IT & MANAGEMENT Page 24
Try to outline every factual detail
Hesitation to give oral or non verbal feedback
Focusing on the dress and appearance of the speaker
Distracting audio-visual noise.
Life loses half its interest if there is no struggle-if
there are no risks to be taken. -Subhash Chandra Bose
PREVIOUS YEAR QUESTIONS
UNIT 4
1. Explain the type of listening in detail. (Dec/jan 2018/19 supple 17 E)
2. What is barrier? Briefly explain the barriers to communications. (Dec/Jan
2018 17E supple)
3. Outline the strategies to overcome barriers to communication. (Dec/Jan
2018/19 14E supple)
4. What is listening? Explain the types of listening with their merits and
demerits.(dec/jan 2018/19 14E supple)
5. What is barrier? Explain the technological barriers. (June/July 2018 17E
regular)
6. What are the types of barriers to communication? (June/July 2018 14E
supple)
7. Define listening list out some tips for effective listening (June/July 2018 14E,
supply)
8. Explain the types of barriers to communication (dec/jan, 2017/18, supple,
14E)
9. Write about how to overcome the barriers to communication (dec/jan
2017/18, supple, 14E)
10. What are the reasons for poor listening? Suggest measures to overcome
them. (June/july, 2017, 14E, supple)
11. Identify the barriers of communication and the ways to overcome them
(dec/jan, 2016/17, 14E reg/supple)
12. Explain the types and tips of listening and suggest for collective listening
(dec/jan, 2016/17, 14E, reg/supple)
13. What are different tools and techniques to overcome communication
barriers? (Dec/jan, 2015-16, 14E, reg & supple)
14. Explain different types of listening? (Dec/jan, 2015/16, 14E, reg/supple)
15. Enumerate various types of barriers (May, 2016, 14E, supple)
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 1
SYLLABUS
(17E00207) BUSINESS COMMUNICATION The objective of this Course is to understand the communication concepts and to
develop the students’ competence in communication at an advanced level. Assuming that the
students are fairly proficient in the basic communication skills of listening, speaking, reading
and writing in English the course aims to train them in communicating efficiently in the
workplace and professional contexts.
1. Concept of Communication – Significance, Scope – Communication Process – Essentials
of good communication – Channels of Communication – Formal, Informal Communication –
Upward, Downward, Horizontal Communication.
2. Types of communication: Verbal – Oral Communication: Advantages and Limitations of
Oral Communication, Written Communication – Characteristics, Advantages & Limitations
Non verbal Communication: Sign language – Body language – Kinesics – Proxemics – Time
language and Hepatics: Touch language.
3. Interpersonal Communication: Communication Styles, Managing Motivation to Influence
Interpersonal Communication – Role of emotion in Inter personal Communication.
4. Barriers of Communication: Types of barriers – Technological – Socio-Psychological
barriers – Overcoming barriers, Types of listening.
5. Report writing – Formal reports – Writing effective letters – Different types of business
letters - Interview techniques – Communication etiquettes
Text Books:
Business Communication, C.S.Rayudu, HPH.
Business Communication, Meenakshi Raman, Oxford University Press.
References:
Business communication, Shalini Varma, Vikas.
Business Communication, Raymond V.Lesikar, Neeraja Pandit et al.,TMH
English for Business Communication, Dr.T.M Farhatulla, Prism books Pvt. Ltd.
Business Communications, Hudson, Jaico Publications
Business communication for managers, Penrose, Raspbery, Myers, Cengage
The Skills of Communication, Bills Scot, Gower publishing company Limited,
London.
Effective Communication, Harward Business School, Harward Business Review
Essentials of Business Communication, Rajendra Pal, JS.Korlahhi, S.Chand
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 2
UNIT-5
REPORT WRITING
INTRODUCTION TO REPORT WRITING: A report is a presentation and summation of facts, figures and information
either collected or derived.
Report writing is the creation of a structured document that precisely
describes, and examines an event or occurrence.
A report is a document that is short, sharp and specially written for a
particular audience and purpose.
It is a logical and coherent structuring of information, ideas and concepts.
“A business report is an orderly, unbiased communication of factual
information that serves some business purpose.”
Reports provide feedback to the manager on various aspects of
organization.
As a neatly structured piece of work, the report, for greater ease in
comprehensive, is segregated into various sections.
Report writing is an art. This skill is to be developed by constant efforts.
Every executive is supposed to submit reports to their superiors in
scheduled time intervals. For that, he has to learn the skill of writing
reports.
In case of investigations also, the report is submitted to take remedial
actions.
The report of the surveys has to be prepared effectively.
FEATURES OF A REPORT
1) Has an abstract or summary that provides a brief synopsis of the contents.
2) Has a specific purpose and target audience.
3) Has clearly labeled sections and headings.
4) May contain data presented in, for example graphs or tables.
5) Often the text is broken up-bullet points, lists: is not always continuous
prose.
6) Written concisely and to the point.
7) Written formally and objectively.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 3
COMMON PROBLEMS WITH REPORTS
When writing a report, there are various mistakes during the writing process
that you should be careful not to make. A good report should be free of:
1) A weak or confusing structure of your work.
2) Use of inappropriate writing style.
3) Poor grammar and punctuation.
4) Incorrect or inadequate referencing.
5) Use of irrelevant information.
6) Unnecessary use of jargon.
FIVE WAYS TO MAKE YOUR REPORT MORE EFFECTIVE
A simple arrangement should be followed to ensure you write an effective
report. Below are five useful stages of report writing :
1. Read the brief or terms of reference carefully; maintaining the focus on the
brief will help you keep the content of your report relevant throughout.
2. Plan; planning each section should be considered before you begin writing
your work.
3. Relate your findings to the background research conducted which will help
you place the results in a broader context.
4. Put yourself in the position of the reader by asking yourself if what you have
written will make sense to someone else.
5. Edit and proofread your work thoroughly.
Whatever the type of report you are writing, it should be clearly structured and
well written. An organized report saves your audience time as they can navigate
through it with ease.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 4
SIGNIFICANCE
The report is the ultimate output of investigation efforts.
The report format varies depending upon its purpose and target audience.
The presentation of research reports to ultimate users is the art of
communication.
Report writing makes the complex thing , simple
Suggestions given in the report forms the action plan
New areas for investigation may also be identified through reports.
1. FORMAL REPORTS
WHAT IS A FORMAL REPORT?
A formal report is a document that discusses a certain subject or a
problem and is written for a specific audience. Such works have a special
format, which varies in different organizations and facilities. There is no wonder
numerous people have hard times understanding how to write a formal report as
the structure of the paper is very complicated:
1) Cover letter - is sent to a person who will read the work in order to call
this person for a certain action.
2) Title page - shows the subject of a paper, date of submission, the name of
the company and a few details about the writer.
3) Table of contents - lists the headings and subheadings of the work.
4) Abstract page - briefly states the purpose of writing, the problem or a
study, findings and their importance.
5) Introduction - provides the background information on a situation and
reasons why the project is necessary.
6) Discussion - fully describes the project or an issue, presents the results and
their analysis.
7) Conclusion - examines the results and outcomes.
8) Recommendations - advises on the usage of a report and further actions
that have to be taken.
9) Glossary - explains the mentioned terms.
10) References - lists the works cited in the paper
11) Appendix - includes additional materials.
In cases when a report is addressed to someone in the company, it is not
necessary to write a cover letter. However, the receiver needs to be notified with
a memo, which is quite different from the letter. Additional materials in
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 5
appendices are usually explanations or important information, which was not
included in the paper for some reason, but plays a great role in the project. Such
materials may contain illustrations, graphics, blanks, or even schemes when it
comes to technical reporting.
1.1 COMPONENTS OF FORMAL REPORTS
The following components are found in most formal reports. They can be
omitted or included as required:
1. Front Matter:
a) Letter to introduce the report to the person who requested it and/or to
whom the report is being sent.
b) Brief summary of the entire report.
c) Title Page
d) Table of contents
e) List of figures
f) List of tables
2. Body
a) Introduction: The purpose, problem statement, background information,
research methods, limitations and preview of the report.
b) Discussion: Data ,findings and results
c) Conclusion: Summary of purpose, problem statement, relevant
background, research methods and find recommendations to the reader on
the best course of action.
3. Back Matter:
a) Appendix or appendices
b) Bibliography or references
c) Glossary
A formal report provides information and presents recommendations based
on that information.
Examples include feasibility studies position, papers research reports and
problem solving reports.
Each type of report has its own specific requirements for effective
preparation but general guidelines can be applied to all formal reports and
we offer an overview here.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 6
2. WRITING EFFECTIVE LETTERS
2.1 LETTER WRITING: Letters are the most ancient and the most important
of all mass communication media.
Letters enable to sell products, to put out ideas, win goodwill, and to incite
action of various kinds.
Envelops – letters permit enclosures like cheques, D.D (Demand Draft),
memos, receipts, returns and others.
Letters are used for both internal and external communication.
Letters enable one person to reach another and thus ensure two way
communications.
Writing letters is an art.
It represents a written message sent by post, sometimes, including an
envelope, a postcard, and an inland letter.
A letter head is a printed heading on a paper used for identity or publicity
etc.,
Outstation, and sometimes local, letters are put in a letter box.
A letter speaks to a wider cross-section like retailers, wholesaler’s editors,
dealers, auditors, consultants, employees, student, foreigners etc.,
The quality of letters written promotes the image of the companies.
Wider practical writing for different situations result in perfection and
quality in letter writing.
It is easy to write a letter, which is nothing but to put ideas in black and
white but to white an impressive and quality letter is difficult.
2.2 WRITING EFFECTIVE LETTERS
The essential of good letter writing is to put ideas in a clear-cut manner,
conveying the message in such a way as understandable by the recipient.
Though the principles of writing a letter are uniform there is a lot of difference
between business personal and official correspondence.
A good letter must have at least six parts like the
1. Letter head
2. Inside address
3. Salutation body
4. Complimentary close
5. Signature
6. Signature identification
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 7
According to WREN & MARTIN, “the art of letter writing is no mere
ornamental accomplishment, but something that every educated person must
acquire for practical reasons.”
OR
According to JAMES HOWELL “the letters are the soul of trade.”
2.3 PARTS/COMPONENTS OF A LETTER
The components or parts of a letter in a usual order of appearance in a message
are given below.
1. Head address
2. Date line
3. Reference
4. Inside address
5. Attention line
6. Salutation
7. Subject line
8. Reference line
9. Body of a letter
10. Complimentary close
11. Signature
12. Reference initials
13. Enclosures
14. Copy notation
15. Postscript
16. Superscription
1. HEAD ADDRESS/LETTER HEAD/ HEADING
Usually, a printed letter head is used by individuals or business firms and
hence it is called a “letter head.”
This indicates the particulars of sender’s name, full address, including pin
code, STD, emblem, telephone numbers, fax, telex, branch location etc.
The address is usually printed at the top centre.
It is now a day’s fashion to print at the right hand side or top left hand
side.
2. DATE LINE/DATE/MESSAGE:
Generally the date is written at the right hand corner of a letter sheet
placed. Two-to-five spaces below the address.
Several methods of writing the date line.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 8
10-12-1996
10th December, 1996
December 10, 1996
But in modern practice, the style of using letters like st,nd and th are avoided.
3. REFERENCE:
Reference may be written in one line or two lines.
It is generally located in the same line as the date line below the head
address at left hand corner.
It is usually written as,
Your reference
Our reference
Reference number
Place quote in reply …….. (Reference number)
4. INSIDE ADDRESS
Inside address contains the name, address of the recipient of a letter.
it is nothing but the address of the addresses
It is written to give the receivers name, job, department, designation,
address, code etc.
5. ATTENTION LINE
Attention line is a special part of letter which is used when the letter is
intended to receive the attention of a particular individual
It runs for the attention of Mr. N.D. Santhosh or Attention of …….
Attention line is placed between the inside address and salutation part.
Sometimes, it is underlined or kept in quotation marks.
6. SALUTATION
Salutation line is a written and placed between the inside address.
It side implies courtesy, politeness or affection
Salutation is to be used whether the receiver is an individual, firm
company, co-operative society or may other institutions.
At the end of the word “salutation”, punctuations like comma, or colon is
used.
EXAMPLES,
Sir,
Dear Sir,
Dear Mr. Santhosh,
Dear gentlemen,
Dear Madam,
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 9
Madam,
Mr. A.N. Santhosh,
7. SUBJECT LINE/SUB
Below the salutation line is written the subject line placed at the centre of
the letter sheet.
It indicates the message theme, core-thought of the subject.
EXAMPLE,
8. REFERENCE LINE/Ref/re
Like the subject line the reference line is placed below the subject line.
It is written to indicate any previous reference to the subject of the letter.
The reference line identifies the purpose, earlier communication, to sort
out easily, inward letters, file tracing etc.
EXAMPLE,
9. BODY OF A LETTER
It is located between the salutation line and the complimentary close.
It consists of main text, substance or essence of a letter.
The subject body of a letter is usually divided into three parts.
1. Opening / introductory paragraph
2. Main part / important message
3. Closing paragraph, deals with conclusions
Dear Sir,
Subject: Remittance of advance
Body of letter…………..
Yours faithfully,
Dear Sirs
Sub: remittance of advance
Ref: your letter no. 756/A-2 dated 10-12-1996.
Body of the letter …………………………………………….
Yours faithfully,
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 10
The opening paragraph usually deals with reference to earlier
correspondence.
Second part is the nucleus or main part of a letter or message proper.
Closing paragraph is sort of formatting concludes the message in
summary.
10. COMPLIMENTARY CLOSE:
It indicates a polite way of concluding or closing a letter.
This special part is compulsorily to be used.
The commonly used complimentary closing expressions are as follows.
Yours faithfully
Yours sincerely
Truly yours
Yours very truly
Cordially
Yours respectfully
Yours coolly etc.,
11. SIGNATURE:
Signature line written below the complimentary close signifies giving
consent to contents or message of the letter.
The signature should be written in hand by the written of a letter.
The signature should be followed by the name of the signature in block
letters.
Writing full name of the signatory in block letters after signature facilities
knowing the name of the signatory because sometimes the signature may
be illegible.
EXAMPLE,
1. Yours faithfully
Soni and Co
C.S.Santhosh
2. Yours faithfully
P.P Soni & Co
C.S. Santhosh
3. Yours faithfully
P.P soni & Co
C.S. Santhosh
Financial manager
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 11
12. REFERENCE INITIALS
This line indicates giving the initial letters of the typist’s.
13. ENCLOSURES:
This special part indicates any other relevant matter in support of the message of
a letter which accompanies the letter.
All additional papers, documents, tables, charts etc, enclosed to the letter
are listed consecutively under this part.
Enclosure part is located below the signature at right side of a letter sheet.
EXAMPLE,
ENCLOSURES
Price list
Order form
Application form
DD
Catalogue
Vouchers
14. COPY NOTATION:
This line is written at the left hand corner of a letter sheet below the word
enclosure.
It includes the same message copies sent to the various persons.
It is mentioned against carbon copy
The counterpart notation for “photographic copies” is written against
“P.C” means “photocopy”
for instance:
CC A.N. SAXENA
PC A.N. SAXENA
15. POST SCRIPT OR PS (Written afterwards)
Additional information typed or written after the letter is fully completed
is called “postscript.”
Postscript is written in the case of unplanned and unprepared with hurry
and carelessness.
It is not the main message but forgotten or after thought message included
after completing the letter.
For instance;
a. Do not neglect, issue closes on 15th December, 2018.
b. Shipment held up, cheque enclosed for 20,000/-
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 12
16. SUPERSCRIPTION:
It is writing the address on an envelope. It is written outside or above, which is
the same as the inside address.
2.4 ESSENTIALS OF GOOD LETTER WRITING
The following essentials should be observed for effective letter writing
1. Stationary
2. Letter head
3. Typing
4. Neatness
5. Appealing
6. Creating interest
7. Give genuine advice
8. Courteous
9. Paragraphs
10. Appearance and layout
11. Folding
12. Envelope
1. STATIONARY:
Paper, envelopes, pen and other articles are the important requirements
for writing a letter worthy to be considered.
Letter format sheets measuring the various sizes may be used
occasionally for special purposed.
Though there are several colors of papers like light yellow,pale blue,
green, pink but using of white bond paper is the most popular for
business.
2. LETTER HEAD (PRINTED HEADING):
A printed heading on a letter sheet. They show the name, address
telephone numbers of the sender.
It may also contain firms identifying emblem, symbol, logotype, slogan,
motto, code, telex, fax, branch address etc.
3. TYPING: Hand-written letters are not legible and not attractive. many of the
hand writing are not readable because of a scribble or a scrawl.
Typing letter is a fashion of the day, it gives good look and appearance,
and makes reading easy.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 13
4. NEATNESS:
The customers judge the firms attitude by the way it writes letters.
Neatness of a letter is the first and foremost important step towards
winning the esteem of company’s customers.
5. APPEAL: The convincing appealing and attractiveness in a letter would
create a desire that makes customers to place orders.
6. CREATING INTEREST:
It is desirable quality to show interest, the customer buys your full
attention when he buys a ticket or service.
The appeal should indicate that you are clearly interested in his problem.
The undecided buyer is likely to buy more, provided the body of the letter
showed interest in his problems.
7. GIVE GENUINE ADVICE: The psychology is that the customer turns to
you for help, if you give him sound advice you win a friend for your service,
may even change a prospect into a customer.
8. COURTEOUS: (Polite, respectful )
It involves genuine awareness of customer’s needs, purposes, attention
span and time.
Our customer expects courteous and friendly treatment.
“Our business goes where it is well received and remains where it is well
treated.”
Therefore, the best way for developing courtesy in correspondence is by
empathy and friendliness.
9. PARAGRAPHS:
Usually, the letter is divided into three parts, namely introductory part,
body part and conclusion part.
Generally, each paragraph may contain three to five lines and each letter
may have three to five paragraphs.
10. APPEARANCE AND LAYOUT:
All parts of a letter should be arranged systematically.
Date line, salutation, complimentary close should be placed at their
respective places.
Unrolled white bond paper gives good appearance.
It creates a visual impression before it is read.
11. FOLDING:
Letter sheet should be folded in such a way to insert into an envelope.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 14
In the case of a window envelope, the letter sheet is to be folded in such a
way that the inside address can be seen through the window of the
envelope.
12. ENVELOPE:
It is a thin flat, wrapper or cover for inserting a letter.
It surrounds a letter completely to achieve secrecy and security.
3. DIFFERENT TYPES OF BUSINESS LETTERS
Business letters can be written between to an employer of the same company,
by an employer to his employee, can be written to the suppliers or other
business partners and of course to the customers. There are different types of
business letters:
I. BUSINESS-TO-BUSINESS LETTERS:
1. Letter of Appreciation
2. Letter of Acknowledgement
3. Cover Letter
4. Letter of Reference
5. Inquiry Letter
6. Letter of Termination
7. Letter to Place Order etc.
II. BUSINESS-TO-CUSTOMER/CUSTOMER-TO-BUSINESS LETTERS:
1. Letter of Apology
2. Letter to Inform about Circular
3. Letter of Complaint
4. Letter for Payment Collection
5. Letter before Signing a Contract
6. Follow-up Letter
7. Appointment Letter
8. Sales Letter
9. Welcome Letter
10. Goodwill Letter
Now let us understand what the most common business letters mean and when
to write them.
1. ACKNOWLEDGMENT LETTERS: This type of letters is otherwise
known as Letter of Receipt and do not mean anything more than just a
confirmation. They are usually written for and are a sign of legal
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 15
evidence, and do not necessarily mean that the action in question has been
started, but the recipient has “acknowledged” that they have an
understanding of the situation.
2. APOLOGY LETTERS: Letters of apology are written to simply say
sorry for what has happened in the past, what measures are being taken to
solve that issue or what the writer plans on about the inconvenience
occurred. Substantially, these letters say something negative, but with a
positive tone. Here the writer accepts their responsibility and shows
sincerity about the problem so that the recipient doesn’t feel demoralized or
ignored.
3. APPRECIATION LETTERS: These letters are written by someone of
the top management to the lower level to motivate or to express
gratefulness. These are also called Thank-You Letters or Letter of Thanks.
4. CIRCULAR LETTERS: This letter is sent to a small group but has the
intention to grab the attention of larger groups. They are an important
form of advertisement and promotion. They usually inform about new
improvements in a company, about new facilities, or to show if any product
or service is on sale.
5. COMPLAINT LETTERS: These letters are seen as actual problems and
are addressed immediately to rectify the mistakes. These shouldn’t sound
like the writer is nagging, but also shouldn’t lose its importance and
professionalism if the writer wants to be taken seriously.
6. COVER LETTERS: Cover letters usually accompany something more.
They are used to describe what comes with them, why, what should be
done with it and so on. These types of letters are generally very short. It
might be attached with a resume explaining the applicant’s credentials and
how it relates to the vacancy in the company.
7. FOLLOW-UP LETTERS: Follow-up letters are usually sent after some
an initial communication has been made with the writer. This could be the
thanking letter for an order requested by a customer, a review of the
decisions taken in a meeting or an applicant inquiring about the status of
his application.
8. INQUIRY LETTER: This type of letters asks direct and detailed
questions usually bullet-listed to derive/request information from the
recipient. So, they are brief but powerful. They should be answered with
accuracy.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 16
9. ORDER LETTERS: A business can write to another business requesting
for an order or placing routine or modified buy. An individual can also
request a firm and place an order. The model number, name, amount, size,
date, location and other specifications are cleared out in the utmost detail in
this letter.
10. PAYMENT LETTERS: These are collection letters or letters requesting
for payment. These act as a reminder to the customer whose payment date
is approaching or is due.
11. RECOMMENDATION LETTERS: This is one of the requirements of
the employer who ask for such kind of letters before hiring an employee.
They contain the relationship between the applicant and the person whose
recommendation is given.
12. RESIGNATION LETTERS: This letter is written when an employer
plans to leave his job, explaining why and when the employee is leaving. It
is usually given to the immediate senior of a worker.
13. SALES LETTERS: These letters start with an interesting topic sentence to
attract potential customers. These include the benefit that the customer will
have from the sale, and often induce direct action by including a mode of
communication with the seller, like a telephone number, email address or
website link.
So, now that you know what business letters are and what each of them means,
you have a good understanding when to write which. Use this knowledge in the
future and combine it with your writing talent to get the most out of your
business.
4. INTERVIEW TECHNIQUES
When you're interviewing for a job, the little things can make a big
difference. Even a small mistake can cost you a job offer. Take the time to
prepare so you can make the best possible impression at every job interview you
go on.
These interview techniques cover all the basics you need to know polish up
your interview technique and ace a job interview. From checking out the
company to sending an interview thank you note, make your meeting with the
hiring manager a success from beginning to end.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 17
1. IMPROVE YOUR INTERVIEW TECHNIQUE
A job interview gives you a chance to shine. What you say and do will either
move you to the next round of consideration for employment or knock you out
of contention. Here's how to improve your interview technique and wow the
interviewer.
2. DRESS FOR INTERVIEW SUCCESS
The first impression you make on a potential employer can make a big
difference in the outcome of your job interview. The first judgment an
interviewer makes is going to be based on how you look and what you are
wearing. That's why it's always important to dress appropriately for a job
interview. What's appropriate varies by employer, so you'll need to pick out an
outfit that's a fit for where you want to get hired.
3. BRUSH UP YOUR INTERVIEW SKILLS
During a job interview, your ability to interact with the interviewer and
articulate your thoughts are just as important factors in getting the job as the
qualifications listed on your resume. Take some time before the interview to
ensure your interview skill set is as ready as your resume.
4. MINIMIZE INTERVIEW STRESS
Interviews can be stressful, even if you're a pro who has gone on many of them.
There are techniques you can use to minimum stress before and during your job
interviews. It will make it much easier to manage the interview when you're not
feeling stressed.
5. MAKE THE BEST FIRST IMPRESSION
First impressions really do matter, and you don't have much time to make a
good impression during a job interview. From the time you greet the
receptionist until the time you leave the building, you're being evaluated as a
potential new hire. It's important to leave everyone you meet with the best
impression you can.
6. SELL YOURSELF TO THE INTERVIEWER
When you're in a job interview, it's up to you to sell your qualifications and
credentials to the hiring manager. You'll also need to show the interviewer that
you're a good fit for both the position and the organization. With some
preparation, you'll be able to present yourself as a candidate any organization
would love to hire.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 18
7. WHAT TO DO WHEN YOU'RE AN INTROVERT
Interviews can be really challenging when you're an introvert, but there are
techniques to help introverts shine during job interviews, including how prepare
and handle an interview, and how to sell your introvert qualities.
8. TAKE THE TIME TO SAY THANK YOU AFTER THE INTERVIEW
Taking the time to say thank you after a job interview not only is good
interview etiquette. It also reinforces your interest in the position and shows the
interviewer that you have excellent follow-up skills. Use your thank you letter,
as well, to address any issues and concerns that came up during the interview.
9. PRACTICE INTERVIEWING
Taking the time to review typical interview questions you will probably be
asked during a job interview will help give you a framework for your responses.
It will also calm your frazzled nerves because you won't be scrambling for an
answer while you're in the interview hot seat.
Practice interviewing with a friend or family member ahead of time, and it will
be much easier when you're actually in a job interview.
10. USE YOUR NETWORKING CONTACTS
Who you know at the company you are interviewing with really does matter.
Your connections can refer you for a job, provide inside information on the
company, and tell you what to expect during the interview.
Here's how to use your contacts and connections to get an insider advantage so
you can ace the interview and impress the interviewer.
11. CHECK OUT THE COMPANY
How much do you know about the company that just contacted you to schedule
an interview? It should be plenty, and all the information you need is available
online.
Here are tips on how to research a company, get the inside scoop on the
company culture, and use your connections to get an interview advantage.
12. BE PREPARED FOR A PHONE INTERVIEW
While you're actively job searching, it's important to be prepared for a phone
interview on short notice. You never know when a recruiter or a networking
contact might call and ask if you have time to talk about a job opportunity.
Review these tips for advice on how to pull off your phone interview without a
hitch.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 19
13. HANDLE A GROUP INTERVIEW
Interviewing with one person is tough enough, but it's even harder when you
have to interview with a group (or panel) of interviewers. Here's how advice on
how to ace a panel interview.
14. INTERVIEW WHILE DINING
Taking you to breakfast, lunch or dinner provides the interviewer with a chance
to check out your communication and interpersonal skills, as well as your table
manners, in a more casual environment than an office setting.
Here's advice on how to handle an interview while dining including what to
order, dining interview etiquette, who pays, and more tips for interviewing over
coffee or a meal.
15. AVOID THESE INTERVIEW MISTAKES
What shouldn't you do when interviewing? Check out the most common job
interview mistakes, blunders, and errors a candidate for employment can make.
Some of them are minor; others can make or break your chances of getting
hired. Then take the time to prepare before your interview, so you don't have to
stress about how it went after it's over.
16. MORE JOB INTERVIEW TECHNIQUES TO HELP YOU GET
HIRED
Review more tips for phone interviews, second interviews, lunch and dinner
interviews, behavioral interviews, interviewing in public, practice interviewing,
and additional advice for interview success.
5. COMMUNICATION ETIQUETES
The word etiquette means conventional rules of social behavior or professional
conduct. These rules are un-written rules which act as binding force in a
particular company or department. In an organization our basic concern is to
create a smooth work environment. Every work place evolves its own set of
norms of behavior and attitude.
5.1 WHAT MAKES HUMAN BEINGS DIFFERENT FROM ANIMALS?
It is the way they carry themselves in the society. Here comes the importance
of manners and etiquette. It is essential for an individual to behave in a
responsible manner acceptable to the society. People around us must not feel
embarrassed by our behaviour. One should not behave irrationally or illogically
in public.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 20
5.2 WHAT IS ETIQUETTE
Etiquette in simpler words is defined as good behaviour which distinguishes
human beings from animals.
Human Being is a social animal and it is really important for him to behave in
an appropriate way. Etiquette refers to behaving in a socially responsible way.
Etiquette refers to guidelines which control the way a responsible
individual should behave in the society.
5.3 NEED FOR ETIQUETTE
Etiquette makes you a cultured individual who leaves his mark wherever
he goes.
Etiquette teaches you the way to talk, walk and most importantly behave
in the society.
Etiquette is essential for an everlasting first impression. The way you
interact with your superiors, parents, fellow workers, friends speak a lot
about your personality and up- bringing.
Etiquette enables the individuals to earn respect and appreciation in the
society. No one would feel like talking to a person who does not know
how to speak or behave in the society.
Etiquette inculcates a feeling of trust and loyalty in the individuals. One
becomes more responsible and mature. Etiquette helps individuals to
value relationships.
5.4 TYPES OF ETIQUETTE
1. Social Etiquette- Social etiquette is important for an individual as it
teaches him how to behave in the society.
2. Bathroom Etiquette- Bathroom etiquette refers to the set of rules which
an individual needs to follow while using public restrooms or office
toilets. Make sure you leave the restroom clean and tidy for the other
person.
3. Corporate Etiquette- Corporate Etiquette refers to how an individual
should behave while he is at work. Each one needs to maintain the
decorum of the organization. Don’t loiter around unnecessary or peep
into other’s cubicles.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 21
4. Wedding Etiquette- Wedding is a special event in every one’s life.
Individuals should ensure they behave sensibly at weddings. Never be
late to weddings or drink uncontrollably.
5. Meeting Etiquette- Meeting Etiquette refers to styles one need to adopt
when he is attending any meeting, seminar, presentation and so on. Listen
to what the other person has to say. Never enter meeting room without a
notepad and pen. It is important to jot down important points for future
reference.
6. Telephone Etiquette- It is essential to learn how one should interact with
the other person over the phone. Telephone etiquette refers to the way an
individual should speak on the phone. Never put the other person on long
holds. Make sure you greet the other person. Take care of your pitch and
tone.
7. Eating Etiquette- Individuals must follow certain decorum while eating
in public. Don’t make noise while eating. One should not leave the table
unless and until everyone has finished eating.
8. Business Etiquette- Business Etiquette includes ways to conduct a
certain business. Don’t ever cheat customers. It is simply unethical.
To conclude, etiquette transforms a man into a gentleman.
Most of us have no trouble talking, but many of us could use some help in
effectively getting our message across, especially when communicating in the
workplace. First-rate leadership embodies strong communication skills, as the
successful exchange of information or ideas is critical to any business.
Clear communication builds engagement, harmony, and loyalty among
coworkers. There are plenty of obstacles that can hinder effective discussions
and leave coworkers frustrated, confused, or disengaged. Fortunately, most of
the biggest hurdles can be corrected as you fine-tune your emotional
intelligence.
5.5 7 STEPS FOR GOOD COMMUNICATION ETIQUETTES:
1. FOCUS ON THE OTHER PERSON
Even those who consider themselves master multitaskers can't deny
strong one to one communication requires the eyes to show respect.
If you are replying to text messages while someone across the table is
expecting your complete attention, your actions signal you are not
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 22
interested. We also miss important social cues when we don't give
another person our full attention.
Although you are perfectly capable of carrying on a thoughtful
conversation, giving concise feedback, and scanning your emails for
important updates, you are best served to look squarely in the eyes of
your client or supervisor and give them your undivided attention.
2. LISTEN
Workplace miscommunication comes with a cost in terms of lawsuits,
low morale, loss of respect, misunderstandings, and poor customer
service.
Listening is perhaps the most underrated communication tool at work
(and in life). So often when someone else is speaking, we are focusing on
what we want to say next, instead of listening to what they are attempting
to tell us.
Break the habit by reframing what you just heard or don't understand,
asking for clarification if you have a question or concern.
Use your body to your advantage by smiling, nodding when appropriate,
and facing the person who is speaking, shoulder to shoulder. Avoid
shaking your foot or fidgeting, which sends the message you are anxious
for the conversation to be over.
3. BE CONCISE
Be respectful of everyone's time by keeping your message brief, direct,
and specific.
We've all been around people who tend to ramble, veering conversations
off on random tangents, or devoting excessive time to personal agendas.
Be mindful of starting (and ending) meetings when you say you will. The
consideration will be appreciated.
4. TIMING IS EVERYTHING
If you are working on deadline and a coworker pops into your office to
talk about something that's not urgent, ask if you can get back to them
instead of trying to multitask or getting annoyed: "This report is due
shortly. Can I get back to you in about an hour?"
Likewise, people will be more receptive to your idea when they have an
adequate window available to process it. Set up a meeting that works for
you both to discuss a project. Don't try to talk about non-urgent matters
with someone who is scrambling to prepare for a big client presentation.
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 23
5. CHOOSE THE RIGHT DELIVERY
Decide the most appropriate method for the message and the recipient.
Sometimes a face-to-face discussion is necessary, other times a quick text
works just as well.
Certain information is best delivered via email, which can be read at the
recipient's convenience and not only provides a written record but allows
for more thought and careful choosing of words.
6. ASK QUESTIONS
Communication is a two-way street. Thoughtful, open-ended questions
are the workhorses of effective communication: they show your interest,
invite others to contribute, identify and clear up misconceptions, improve
understanding, and spark new ideas.
7. USE YOUR WORDS TO YOUR ADVANTAGE
Your words have the power to forge connections, build your career, help
others, and improve your business.
Avoid speaking in destructive ways, such as gossip, disparaging remarks,
or negative comments. That doesn't mean never disagreeing or expressing
a concern, but doing so in a way that is constructive.
Keep an open mind and avoid personal attacks on character or opinions.
PREVIOUS YEAR QUESTIONS
UNIT-5
1. Illustrate the principles of effective writing? (Dec/jan 2018-19, supple, 17E)
2. Explain the types of reports writing (dec/jan, 2018-19, supple, 17E)
3. Explain the layout of business letters? What are the features of informal
reports? (Dec/jan, 2018/19 14E, supple)
4. Discuss the various interview techniques with their merits and demerits
(dec/jan, 2018/19, 14E, supple)
5. What is report writing? What are the steps of report writing? (June/July,
2018, 17E, reg)
6. Explain the different types of business letter in detail (jan/July 2018 17E, reg)
7. Write about the different layouts of business letters. (June/July, 2018, 14E,
supple)
8. Explain telephone etiquette and its importance while attending telephonic
interviews. (June/july, 2018, 14E, supple)
SEMESTER-II BUSINESS COMMUNICATION
UNIT-5 REPORT WRITING BALAJI INSTITUTE OF IT & MANAGEMENT Page 24
9. Briefly explain about communication etiquettes (dec/jan, 2017/18, 14E,
supple)
10. Describe various interview techniques and the preparation to face them.
(June/July, 2017, supple, 14E)
11. How do you prepare unsolicited business proposal report? (Dec/jan,
2016/17, 14E, reg/supple)
12. Present different layouts of business letters (June/July, 2017, supple, 14E)
13. Discuss communication etiquette to be followed in an organization with
employees from Asia and USA. (Dec/jan, 2016/17, 14E, reg/supple)
14. Write short note on, (dec/jan, 2016/17, 14E, reg/supple)
a. formal reports
b. layout of business
15. Write brief note on interview techniques and communication etiquette.
(Dec/jan, 2015/16, 14E, reg/supple)
16. What are the elements of report writing? (May, 2016, 14E, supple)
17. Explain the communication etiquette. (May, 2016, 14E, supple)
Prepared By
L.NIKHILA B.Tech., MBA
ASSISTANT PROFESSOR
BALAJI INSTITUTE OF IT AND MANAGEMENT, KADAPA
NEVER STOP FIGHTING UNTLL YOU ARRIVE AT YOUR
DESTINED PLACE THAT IS, THE UNIQUE YOU. HAVE AN AIM IN
LIFE, CONTINUOUSLY ACQUIRE KNOWLEDGE,WORK
HARD,AND HAVE PERSEVERANCE TO REALISE THE GREAT
LIFE-A.P.J ABDUL KALAM
BUSINESS COMMUNICATION
IMPORTANT QUESTIONS
UNIT-1
1. Define business communication. What are the essentials of good
communication.
2. Explain the channels of communication (Formal & Informal
communication; upward, downward &horizontal communication)
UNIT-2
1. Explain briefly about Verbal Communication. What are the
characteristics, advantages and limitations of Oral and Written
communication.
2. What is Non-verbal Communication? Explain briefly.
UNIT-3
1. Explain Communication Styles.
2. What do you mean by Interpersonal communication? How to influence
motivation to the interpersonal communication.
3. What is the role of emotion in Interpersonal communication.
UNIT-4
1. What is Barrier? Explain the different types of barriers to
Communication.
2. How to overcome the barriers.
UNIT-5
1. What is Report Writing? What are the different components/Steps of
Report Writing?
2. Illustrate the principles of Effective Writing. What are the different types
of business letters.
3. Discuss the various interview techniques with their merits and demerits.
NOTE: In External Examination, indirect or out of syllabus questions may be
asked. So try to prepare every topic in the syllabus.
Good luck for Exams. Do your best. Forgot the rest.
SEMESTER-2 BUSINESS COMMUNICATION
BALAJI INSTITUTE OF IT & MANAGEMENT CASE STUDY Page 1
CASE STUDY
1. Write a Report for your school magazine describing a Cultural Fest held
in your school in which various schools of your city took part.
REPORT
CULTURAL FEST
-Robin Dey
24October2014
On 22/ 10/2014, a colorful and memorable Cultural Fest was organized in our
school. This event was whole day long and was held in the auditorium of our
school. In this mega event, many schools from our city took part.
The grand show commenced by the arrival of various teams from schools. Then
the Chief Guest, the District Collector, of our District, arrived with his wife.
There was a colorful welcome followed by lighting of the lamp. It was
accompanied by a melodious Saraswati Vandana, hailing the goddess of
knowledge and wisdom. It was followed by a welcome speech given by the
Principal of our school. Then there was bouquet presentation to the invited
guests and the grand event began. It was a truly mesmerizing show as the teams
from various schools presented many programmes ,there was singing, dancing,
poetry recitation, skits, mimicry, mono act shows, classical and modern
combination of several foot tapping numbers. Everyone sat glued to the show.
The Chief Guest praised the entire event a lot. He guided with his inspirational
words and inspired to do better. It was followed by the announcement of the
winning team, ABC School of our city. The team from our school bagged
second position and everyone complimented one another. It was followed by a
formal vote of thanks and the event concluded.
We really enjoyed a lot and dispersed with a sincere hope that such mega events
should be organized time and again giving the students a chance to display their
talents.
SEMESTER-2 BUSINESS COMMUNICATION
BALAJI INSTITUTE OF IT & MANAGEMENT CASE STUDY Page 2
2. Write a Report for the newspaper describing a traffic jam in which you,
along with many, were trapped for many hours.
Ans:
REPORT
TRAFFIC JAM: A NUISANCE ON ROADS
-Shailey John
24October2018
On 23/10/2018, the main highway connecting the two major suburbs of our city
witnessed a real chaos in the form of a traffic jam in which thousands of people
were caught for several hours,
It was around 5 pm in the evening and the office goers, the school buses of
various schools and traders along with many others were returning from the
busy route. The traffic was running smoothly but suddenly the vehicles came to
an abrupt halt. There was utter confusion among all. The traffic was not moving
even an inch. Soon anger erupted among many. Patience slowly melted and
there was argument, heated talks, and even several came out from their vehicles
in anger. Fuming, everyone was vexed to know the cause of that traffic jam.
People were in hurry to reach their destination but not even one traffic police
officer could be seen in the vicinity. Then some excited youngsters jumped into
the scene and began clearing the scene. They reached at the place where the halt
had begun. A badly wounded person was seen unconscious in damaged car.
Situation was understood and immediately an ambulance was called by
onlookers. Within no time, the ambulance arrived followed by the police too. It
took two hours to clear the traffic. But finally the injured person was taken in
the ambulance, the damaged car was picked by the police and the traffic moved.
3. To promote healthy eating habits amongst school children your school
recently organized a ‘Nutritious Food and Snacks Competition’. The
competition was open to both parents and students. The participation was
very encouraging. The famous nutrition expert, Dr. Shikha Sharma was
the chief guest. As Anjum, the student editor of your school magazine,
write a report about this event in 100 words.
SEMESTER-2 BUSINESS COMMUNICATION
BALAJI INSTITUTE OF IT & MANAGEMENT CASE STUDY Page 3
Ans: SECRETS TO HEALTHY SNACKING
Hundreds of parents and students participated in ‘Nutritious Food and Snacks
Competition’ organized by Vaibhav Public School, Hastinapur, yesterday, to
increase awareness about healthy eating habits. The awareness campaign was
aimed at both students, who snack by grabbing burgers, fries, potato chips, or
chocolates, as well as for parents, who are juggling busy schedules where fast
food becomes a convenient option. The school organized a Healthy Cooking
Competition wherein all recipes involved healthy food like salads, whole grain
breads and roasted snacks.
The winner amongst parents was Ms Neeru Mittal and amongst students was
Noor AM Kajani of XII B.
The eminent nutrition expert, Dr Shikha, the chief guest said, ‘When it comes to
smart snacking, think small portions, think healthy potions!’ This competition
was an eye opener for one and all.
4. Letter of Enquiry:
Bob Smith
2151 Columbus Road
Poplar, MI 23783
April 5, 2019
Harper Est.
64 Small Street
New York, NY 64641
Dear Sir,
With reference to your advertisement in the Silver Globe dated April 5, 2019, I
would like to have a copy your latest catalogue. I would appreciate it if you
could send it at your earliest.
Yours faithfully,
Bob Smith
SEMESTER-2 BUSINESS COMMUNICATION
BALAJI INSTITUTE OF IT & MANAGEMENT CASE STUDY Page 4
5. Acceptance of Proposal
John Doe
Sobriety Co. Ltd.
London, England
May 10, 2019
Re: Proposal for Project
Samuel Kennedy
High Engineering Works
London, England
Dear Mr. Kennedy,
We are glad to inform you that your proposal for the project has been reviewed
and accepted. We would like to arrange a meeting with you to sign the
agreement.
We are eagerly looking forward to this project and are happy to have the
opportunity to work with you.
Yours sincerely,
John Doe
Project Manager
SEMESTER-2 BUSINESS COMMUNICATION
BALAJI INSTITUTE OF IT & MANAGEMENT CASE STUDY Page 5
6. Thank you Letter: (on letterhead)
Hope Company
2020 Glenn Street, Miami, FL 56870
Phone: 1234567 Email: admin@hope.com
June 15, 2000
Ms Elizabeth Brown
Colin Co Inc.
Chicago, IL 65432
Dear Ms Brown,
Thank you for giving us the opportunity to serve you. We appreciate the
confidence that you placed in us, and look forward to a continuing relationship
which will prove beneficial to all concerned.
Should you need any information, please do not hesitate to contact any of our
staff.
Yours truly,
Kim Smith
PR Manager
SEMESTER-2 BUSINESS COMMUNICATION
BALAJI INSTITUTE OF IT & MANAGEMENT CASE STUDY Page 6
7. Congratulating a new business and offering your services: (on
letterhead)
Writing Services
5252 Oak Head Corner, Toronto, Canada
Phone: (123)9876543 Email: services@ws.com
September 20, 2001
The Manager
Stars Gallery
Toronto, Canada
Dear Sir,
Subject: Opening of new branch.
Congratulations on the opening of your new branch. We are very happy that
your business is expanding and that your clientele is increasing.
I understand that with the expansion of your business, you would be requiring
more writers and book-keepers. As you are well aware we offer such services to
new businesses, and offer the same to you. I am enclosing a list of our services
and their corresponding prices. If you need clarifications on any of these, please
do not hesitate to either call us or write to us.
Yours faithfully,
Ann Doe
Enclosure: List of services and prices
SEMESTER-2 BUSINESS COMMUNICATION
BALAJI INSTITUTE OF IT & MANAGEMENT CASE STUDY Page 7
8. Letter of Request:
Margaret King
Hill Station Office
Dublin, Ireland
May 21, 2004
Re: Monday’s Meeting
PR Department
Slates Company
Dublin, Ireland
Attention: Mr. Tom Jones
Dear Mr. Jones,
We would like to remind you about Monday’s meeting. I am sure you
understand the importance of this meeting, and thus request you to be at our
office at 10 a.m. sharp. In case the time does not suit you, please call our office
and fix a different time with my secretary. Please bear in mind the urgency of
this meeting and try not to delay too much.
Yours sincerely,
Margaret King.
BUSINESS COMMUNICATION
IMPORTANT QUESTIONS
UNIT-1
1. Define business communication. What are the essentials of good
communication.
2. Explain the channels of communication (Formal & Informal
communication; upward, downward &horizontal communication)
UNIT-2
1. Explain briefly about Verbal Communication. What are the
characteristics, advantages and limitations of Oral and Written
communication.
2. What is Non-verbal Communication? Explain briefly.
UNIT-3
1. Explain Communication Styles.
2. What do you mean by Interpersonal communication? How to influence
motivation to the interpersonal communication.
3. What is the role of emotion in Interpersonal communication.
UNIT-4
1. What is Barrier? Explain the different types of barriers to
Communication.
2. How to overcome the barriers.
UNIT-5
1. What is Report Writing? What are the different components/Steps of
Report Writing?
2. Illustrate the principles of Effective Writing. What are the different types
of business letters.
3. Discuss the various interview techniques with their merits and demerits.
NOTE: In External Examination, indirect or out of syllabus questions may be
asked. So try to prepare every topic in the syllabus.
Good luck for Exams. Do your best. Forgot the rest.
top related